Overview

Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the what to say and what to do to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels - from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions - job interviews, orientation, employee review, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, lock-box survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service.

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9781555705602

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This book should be welcomed by libraries that wish to adapt traditional customer-service techniques to the library setting and to train staff at all levels.

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